Zoho Desk Reviews

4.5
Overall rating
Reviews

4.5
Overall rating
Reviews
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User Reviews Overview

About Zoho Desk

Zoho Desk is a cloud-based help desk solution from Zoho Corporation, catering to businesses of all sizes. Key features include management of customer support tickets, a customer support portal, contract management and report...

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Feature ratings

Value for Money
4.5
Functionality
4.5
Ease of Use
4.4
Customer Support
4.3

Browse Zoho Desk Reviews

2,178 of 2,178 reviews
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Christian
Christian
  • Industry: Health, Wellness & Fitness
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
4

4
Reviewed on 06/09/2023

A fantastic tool for answering customer queries

Questions about orders or invoices, tickets, and customer administration. We were able to streamline our operations with the support of Zoho desk's improved visibility, timeliness, and visibility into the resolution of open questions.

Pros

Managing a staff to answer client questions and navigating the system itself is a joy thanks to the system's simplicity, intuitiveness, and the extensive personalization choices provided by its automation and workflow features.

Cons

Getting help, including clear responses to my inquiries, has proven challenging. In my experience as a ticketing system manager, I have never encountered anything more irritating.

Aniruddha
  • Industry: Mechanical or Industrial Engineering
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 09/10/2024

Helpdesk Resolution with Utmost Productivity

In conclusion, the software has really helped us move from a manual approach towards single click ticketing system which has improved our internal processes efficiently with an agile mindset.

Pros

I use Zoho desk for submitting tickets and receiving tickets which has really changed the way my company and myself takes on tickets from our customers. It really gives the customer a hassle-free experience of following up by just providing them complete visibility to their ticket status with real time communication options.

Cons

The only thing I would say to dislike is limited options to notify help desk teams with status on tickets and also not much of customization.

Nikita
Nikita
  • Industry: Machinery
  • Company size: 11–50 Employees
  • Used Weekly for 1+ year
  • Review Source
Value for Money
3
Functionality
3
Ease of Use
3
Customer Support
2

3
Reviewed on 20/06/2024

Mediocre Communication Management System

Pros

It has all the basic features that are requested.

Cons

It is not customizable to be used simultaneously in several languages and markets. Especially if one agent covers many markets.

Top Zoho Desk Alternatives

Verified Reviewer
  • Industry: Computer Software
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 09/10/2024

Zoho Desk: Feature-Rich and Affordable, But Can Be Overwhelming

Pros

Powerful help desk software that's affordable and customizable. Feature-rich with excellent automation and a strong focus on value.

Cons

Zoho Desk's interface can feel cluttered. The mobile app has limitations, and the free plan is restrictive. These factors slightly hinder an otherwise strong help desk solution.

Stefano
  • Industry: Business Supplies & Equipment
  • Company size: 2–10 Employees
  • Used Weekly for 6-12 months
  • Review Source
Value for Money
4
Functionality
4
Ease of Use
5
Customer Support
4

4
Reviewed on 10/11/2024

A valid platform to group tickets from different sources

My experience with Zoho Desk has shown that it’s a very flexible and reliable platform which can group tickets from different sources into the same place. Like any tool it comes with some room for improvement, especially in the mobile version. Sometimes slowdowns may occur if you have a lot of data in your reports.

Pros

Easy and well-organized user interface, simple navigation. I can group tickets from email, social media and chat into the same platform.

Cons

The mobile app is useful but it's not as good and complete as the desktop version. When handling large data sets in reports, sometimes I noticed some lags.

Alternatives Considered

Help Scout

Reasons for Choosing Zoho Desk

Costs for advanced features were too pricey

Switched From

Freshdesk

Reasons for Switching to Zoho Desk

It has fewer advanced automation options
Ashkan
  • Industry: Accounting
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
5
Customer Support
5

5
Reviewed on 06/10/2024

Zoho desk review

Pros

What I like most about Zoho Desk is its intuitive and user-friendly interface, making it easy to manage customer support tickets. It offers excellent automation features for

Cons

Zoho Desk is its occasional performance lags, especially with larger ticket volumes.

Smita
  • Industry: Computer Software
  • Company size: 10,000+ Employees
  • Used Weekly for 2+ years
  • Review Source
Value for Money
4
Functionality
4
Ease of Use
4
Customer Support
5

5
Reviewed on 24/10/2024

essential Communication tool

Overall the experience has been satisfactory and we were able to achieve what we intended to do.

Pros

Zoho desk is very Flexible and reliable. Its very well designed with ease of integration. Its very easy to communicate with this and acts as centralized tool in the organization. We have automated a lot of tasks with this software

Cons

Its not very easy for new beginners to learn and use and the users need to be trained well. The tool gives a lot of notifications with no regards to what are essential for a particular function.

Omar
  • Industry: Human Resources
  • Company size: 201–500 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
0
Functionality
5
Ease of Use
3
Customer Support
0

4
Reviewed on 06/11/2024

Zoho Desk Review

My overall experience with Zoho Desk is that is it a diverse tool that can be used for many different reasons. However, it did take a bit for me to learn the software's UI

Pros

What I like most about the Zoho Desk are the total capabilites it has available to users. From CRM, support, campaigns, tracking, etc. It is very diverse.

Cons

What I liked least about Zoho Desk is how frustrating the UI is to work with. I am used to working with simpler applications and Zoho was a bit of a learning curve to me.

Veeresh
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Functionality
4
Ease of Use
3
Customer Support
2

4
Reviewed on 15/11/2024

Good Tool to use

Pros

its easy to use and work allocation would be easy

Cons

Less support to explore and implement all the modules

Abdul-Gafar
  • Industry: Computer Software
  • Company size: 51–200 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
0
Functionality
5
Ease of Use
5
Customer Support
5

4
Reviewed on 13/11/2024

Pretty solid ticketing system

Pros

It's feature rich and integrates well with the other zoho products

Cons

UI & UX could use a bit of work but in general it's quite good

Sanjay
Sanjay
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Functionality
5
Ease of Use
4
Customer Support
4

5
Reviewed on 17/06/2024

Zoho Desk- Efficient Support Tool

It's great. Good tool and does the job.

Pros

Easy Setup
Good 3rd Party Intergration
Provides the user experience we need

Cons

There should be more telephony providers for more countries

Alexandru
  • Industry: International Affairs
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
5
Customer Support
5

5
Reviewed on 15/04/2024

Simple view and works great!

Pros

The basic view, the volume of incoming tickets it supports, the fact that it does not have problems/bugs/downtime.

Cons

The customization of the ticket layouts and of the reporting could be improved.

Divaldo
Divaldo
  • Industry: Consumer Services
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 22/10/2023

One of the best Help desk solution

Pros

I can have detailed control over tickets and manage them. It is an excellent tool as it is very easy to use. Excellent knowledge base, easy integration and the creation of an SLA allows you to control whether they are complying or violating in relation to different projects and each one with its own particularities.

Cons

I don't consider disadvantages, but rather points to improve to have a better positioning than the competition, create a plan with some solutions already included within the Zoho ecosystem. Zoho has a lot of great tools that I use and having to pay for each one makes it very expensive.

Verified Reviewer
  • Industry: Health, Wellness & Fitness
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Functionality
4
Ease of Use
4
Customer Support
4

5
Reviewed on 20/02/2024

Zoho Desk is pretty Good

Very good to use and easy to maanage, reports have to be better structured.

Pros

Easy to use and comfortable user interface.

Cons

Limited in free version and i needed to test its features.

VEERESH
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Functionality
3
Ease of Use
2
Customer Support
3

5
Reviewed on 19/03/2024

One stop solution for your daily Impact operations

Pros

User interface and the user experience is good compared to other CRM tools

Cons

support is zero if at all i want to talk to the team

Sophie
Sophie
  • Industry: Machinery
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
4
Customer Support
5

5
Reviewed on 24/08/2023

powerful and efficient customer service

Zoho Desk has been an invaluable tool, its ability to automate tasks and centralize communication is impressive. Efficiency and communication management is improved with this platform.

Pros

I like the automation option; I can set up workflows that automatically assign tickets to the right team members. The self-service portal is another standout feature, as it allows customers and employees to find answers to common questions, saving me time. In addition, integration with other Zoho and third-party applications is seamless, making it easy to manage all of our business needs from one place.

Cons

At first, it was difficult to navigate and understand all the features. Also, some advanced features require a bit of technical knowledge to set up.

Leroy
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 26/03/2024

Zoho Desk all in one help desk

Pros

This is the perfect suite for supporting clients, with multiple integrations for chat, CRM, and other communication channels.

Cons

In the customer section, segments are needed for criteria with domain email or business or home clients.

Frida
  • Industry: Professional Training & Coaching
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 06/10/2023

Why Zoho Desk is a hack to skyrocket seamless and healthier business environment.

Hot deals. Zoho Desk gives exactly dazzling results. It has built the best for my clients.

Pros

Easily adaptive tool. It can easily be integrated with other softwares that I use. Nevertheless, launching was such an easy task and productivity has risen beyond my expectations. I find Zoho quite user friendly and quick.

Cons

Always moving a step each day is my goal as a founder and I embrace Zoho Desk for smarter and progressively growing customers experience.

Beatriz
  • Industry: Transportation/Trucking/Railroad
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
0
Functionality
5
Ease of Use
3
Customer Support
5

4
Reviewed on 23/06/2023

Zoho desk is a go!

Pros

Email management, this was the whole reason the company I work for got Zoho desk. We have been using just a normal email provider and it made it hard for us to maintain accountability if a colleague did not sign the email with their name. Zoho desk made it easy to make sure the workload was evenly assigned and provided us with the ability to maintain accountability when errors were made with customer responses. When new emails came in it would assign it to whoever was working emails for that time being, if the person who got assigned the emails wasn't able to respond with or know the answer to the question the customer was asking it would be easy for them to reassign the emails to somebody else that would be able to respond correctly. The integration of Zoho desk was easy it didn't take us long to get the hang of it.

Cons

The one thing I least like about the whole task was the ability to merge tickets. We weren't able to really merge them as quickly and easily as we thought we would be able to, even though this might have been due to our Administration disabling the ability for us to do so, it would be nice if that option was just kept open.

Tammy
  • Industry: Design
  • Company size: Self Employed
  • Used Weekly for 6-12 months
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
4
Customer Support
5

5
Reviewed on 07/01/2024

Navigating Excellence: My Zoho Desk Experience

It was a great experience. They have so much to offer and so many things to navigate and use.

Pros

I like Zoho Desk for its user-friendly interface, and seamless integration with other Zoho applications,

Cons

I don't have any cons about Zoho desk. I am completely satisfied.

Alex
  • Industry: Telecommunications
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 25/05/2023

A really good product, complete and easy to use.

For our company our customers are the most precious asset, and their satisfaction is an extremely important aspect for us in which we work daily to maintain and even increase it as much as possible, we implement new techniques to favor customer relationships and generate trust and an overall exceptional experience while they are using our services, It is here where Zoho Desk takes the place and plays an important role because thanks to its implementation, we managed to improve response times to their requests, customer service agents can view and manage tickets more efficiently and easily, which has allowed us to respond to their queries quickly and effectively; This has undoubtedly led to a significant increase of approximately 40% in their satisfaction, we have really benefited from the use of Zohk Desk.

Pros

The UI is intuitive and has a great design, it is organized and very well defined which allows us to easily find what we are looking for, it is easy to use, it offers a set of tools that allow us to consolidate the support and customer service processes, the process to create and customize tickets as well as to add agents is easy, Zoho Desk is omnichannel which allows us to have different channels that facilitate and encourage communication with customers (we can communicate by chat, email, phone calls among others), Z. desk allows us to collaborate and converge between teams from different business functional areas in ticket management as required by the area involved to promote its evolution and closure. Desk allows us to collaborate and converge between teams from different functional areas of business in the management of tickets as required by the intervention of the area involved to promote their evolution and closure. The self-service function of Zoho Desk can offer customers useful tools and information so they can find answers to their questions and concerns by themselves and immediately, it integrates very well with other tools of daily use in the development of our business activities.

Cons

Really have been very minimal and exporadic the details that we have had when using this software, that in a general context can occur with any tool in which many factors can incudir many factors, so I have nothing negative to share, just highlight its effectiveness, efficiency and good performance.

Winston
  • Industry: Food Production
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 08/08/2024

Zoho Desk excellent plataform for Customer Service

A plataform full of features, many ways to comunicate with, good support

Pros

It's a very intuitive plataform, the way you can manage the tickets

Cons

Maybe a little overwhelming the application

Sonpal Singh
Sonpal Singh
  • Industry: Computer Software
  • Company size: 11–50 Employees
  • Used Daily for Free Trial
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
5
Customer Support
4

5
Reviewed on 15/06/2023

Easy To Use And Manage With Access Control

Experience is good with this tool.

Pros

You can upload document, make user according to there grade & position which only able to access the limited resource . It will help to save different format of document and access all these resources even when you are working remotely . Work from home pattern we faced recently then you can arrange all your work accordingly.

Cons

Not to say more about that but every system need to improvement in any case, security feature in it needs to improve. Time tracking of user screen if possible then will add on this is a beneficial for it.

Angelica
  • Industry: Pharmaceuticals
  • Company size: 501–1,000 Employees
  • Used Daily for Free Trial
  • Review Source
Value for Money
0
Functionality
5
Ease of Use
5
Customer Support
0

5
Reviewed on 04/06/2023

Optimize Your Support Processes with Zoho Desk: A Critical Review

I had the chance to use Zoho Desk as an intern in the university's pharmaceutical research and development division to handle customer service enquiries pertaining to our research projects. The application was effective in managing and resolving customer issues. We were able to properly track and prioritize requests using its ticketing system, resulting in prompt responses and resolutions. Our connection with customers was streamlined because to the automated capabilities, like email templates, which ensured consistency and saved time. The collaboration tools in Zoho Desk enabled our support team members to communicate and coordinate easily. Overall, Zoho Desk greatly enhanced our customer care procedures, allowing us to give our stakeholders timely and effective service.

Pros

Numerous benefits are available with Zoho Desk for effective customer support management. Businesses can handle and track client inquiries easily thanks to its extensive ticketing system, assuring prompt answers and effective resolution. Automation capabilities in the program, such chatbots and email templates powered by AI, streamline support procedures and boost output. Additionally, Zoho Desk offers strong reporting and analytics capabilities that provide insightful data on customer satisfaction and the effectiveness of the support team. Additionally, the software's collaboration features help support workers effectively collaborate and share expertise, improving client experiences and increasing customer retention rates.

Cons

Even though Zoho Desk has many advantages, there are a few things to take into account. The software's learning curve is one drawback, especially for new users who might need some time to become used to its features and functionalities. Some users have also mentioned sporadic speed concerns, such as delayed loading times during periods of high usage. Even though these flaws are small and have little effect on Zoho Desk's overall performance, fixing them could improve both the software's usability and dependability.

Justin
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 27/11/2023

Excellent for creating and tracking service tickets

I have had a great experience so far, ticket generation and the mobile app are great.

Pros

I've had an easy time creating dashboards and using Desk to track all of our service tickets. I am easily able to create customers and accounts on the fly while generating a service ticket, and was able to tie it in to our support email.

Cons

Some dashboard features need to be better fleshed out, such as a full screen mode that will refresh itself with new data.

2,178 reviews